Australian IT Jobs

(IT) Service Desk Team Leader

Rate: Commensurate With Experience   Location: Adelaide   

This an outstanding opportunity for a high calibre Service Desk leader to join this growing organisation. Our client has a requirement for a Service Desk Team Leader. If you are interested in extending yourself and developing a highly professional team then this may be the opportunity you are looking for! To be considered for this critical role your background would be: Minimum 3 years experience in a Service Centre/Call Centre/Help Desk Environment Minimum 7 Years Industry experience Relevant people managing experience Proven track record of achievement in similar role Customer management experience Service management experience, including ability to; Address and resolve, in conjunction with the Service Delivery Manager, issues impacting your team’s ability to achieve SLAs Manage the team’s resources so that SLAs are maintained and exceeded Provide clear objectives and goals for members of your team Documentation experience Knowledge & Skills Commitment to quality Customer Service Knowledge of ITIL processes particularly Service Desk Excellent communication skills Sound time management Ability to drive continuous improvement Negotiation skills IT awareness Strong relationship building skills Roles and Responsibilities Escalation point for the 24×7, onsite IT Service Desk team of 11 by providing in-person and hands-on support to end users Managing team SLAs, including; Ensuring all incidents logged and closed accurately reporting on the team’s performance on a weekly basis Ensuring Root cause analysis completed on regular basis Recruiting, training, mentoring and developing new staff Creation and maintenance of documentation relating to Service Desk, including; Work Instructions Team Processes User Documentation Pro-active identification of process improvement opportunities Manage the Service Desk through liaising with Team Leaders Maintenance of the SD staff Roster General reporting Liaison with the Change Management team and management of weekly outage notices To apply online, please click on the appropriate link below. Alternatively, for a confidential discussion, please contact Lisa Jeffery on 08 8120 4402, quoting Ref No. 200014645.

	Rate:		Commensurate With Experience
	Type:		Permanent
	Location:		Adelaide
	Country:		Australia
	Contact:		Consultant
	Advertiser:		Affinity IT Recruitment Pty Ltd - Adelaide
	Email:		Consultant.FA568.36A6A@mail.jobserve.com
	Reference:		JS200014645/

This entry was posted on Wednesday, June 4th, 2008 at 11:07 pm and is filed under Australian Based IT Jobs. You can follow any responses to this entry through the RSS 2.0 feed. Responses are currently closed, but you can trackback from your own site.